CSM Magazine

JUNE 20, 2016

In this report we look at the developments on the people side of contact centre customer service (elements such as outsourcing, the changing workforce and employee engagement) as well as the processes and technology side (data & analytics, self-service, automation, and the Voice of the Customer).

Omni-Channel 40

Omni-Channel Exceptional Customer Service Self Service Customer Service 40

Customer Enthusiast

MARCH 12, 2018

During a recent Q&A session, I was asked this question: “How do you inspire employees to continue to offer excellent customer service when they are not recognized by supervisors when they do?”.

Exceptional Customer Service 40

Exceptional Customer Service Customer Service Policies Feedback 40

ShepHyken

OCTOBER 30, 2023

Employee engagement is crucial for maintaining a high level of service for any company or brand. How does living with customers 24/7 impact the hospitality industry in unique ways? Why is employee engagement crucial in maintaining outstanding service in the cruise industry?

Hospitality 74

Hospitality Exceptional Customer Service Employee Engagement Hotels 74

ShepHyken

OCTOBER 30, 2023

Employee engagement is crucial for maintaining a high level of service for any company or brand. How does living with customers 24/7 impact the hospitality industry in unique ways? Why is employee engagement crucial in maintaining outstanding service in the cruise industry?

Hospitality 67

Hospitality Exceptional Customer Service Employee Engagement Hotels 67

ShepHyken

FEBRUARY 23, 2018

On this point, employee engagement in the company message is critical. Whatever we present to the world as a core value, we must honor and exemplify, across the board with no exceptions, and when we fall short, acknowledge that immediately. Otherwise, we lack integrity, employees lose interest, and customer service suffers.

Customer Satisfaction 92

Customer Satisfaction Exceptional Customer Service Employee Experience Employee Engagement 92

Playvox

JANUARY 25, 2024

That means contact center managers need better ways to maximize agent performance, boost employee productivity, gain operational efficiencies, reduce labor costs, and deliver an exceptional customer service experience. WEM adds the element of employee engagement as the linchpin to delivering outstanding CX.

Contact Center 77

Contact Center Omni-Channel Net Promoter Score Effort Score 77

SurveySensum

SEPTEMBER 29, 2023

Your employees are the heart and soul of your business. They are the ones crafting your products, delivering your services, and acting as the vital link between you and your customers. Picture this: A disengaged employee, trudging through their workday, overwhelmed with stress, and struggling to maintain focus.

Survey 52

Survey Customer Service Net Promoter Score Employee Engagement 52

Retently

AUGUST 15, 2018

To answer this question, we’ve showcased several examples of well-established brands that deliver excellent experiences, pointing out the lessons to be taken up by any business or customer service team in their endeavor to build a long-lasting relationship with their customers. Always Empower Your Employees.

Examples 105

Examples Customer Service Social Media Exceptional Customer Service 105

CSM Magazine

DECEMBER 6, 2023

For companies looking to stand out from competitive and crowded markets, it’s no longer enough to provide great products or services only. Today, a company’s success is also closely tied to its ability to provide exceptional customer service, which helps retain loyal customers and generate repeat business.

Training 52

Training Customer Success Exceptional Customer Service Social Media 52

Provide Support

APRIL 3, 2018

No matter how good your product may be, or how competent your customer service team is, the only thing that matters is how your customers feel about your company. And the key to providing an exceptional customer service lies directly in the ability of your team to deliver a positive experience.

Customer Service 51

Customer Service Management Exceptional Customer Service Employee Engagement 51

Customer Enthusiast

SEPTEMBER 14, 2018

For many years, I’ve gone on record saying that the reason you and I, as customers, consistently receive predictably poor customer service is because exceptional customer service is voluntary; employees don’t have to deliver it, and most don’t. This includes both coworkers and customers.

Exceptional Customer Service 67

Exceptional Customer Service Leadership Poor Customer Service Customer Service 67

Customer Enthusiast

SEPTEMBER 30, 2014

Finally, he recognized that exceptional customer service doesn’t happen by chance. Order Delight Your Customers: 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary by Steve Curtin or purchase from select retailers, including Barnes & Noble. customer J.W. Marriott Sr.

Exceptional Customer Service 105

Exceptional Customer Service Employee Engagement Retail Customers 105

Kustomer

SEPTEMBER 1, 2022

At the same time, if a customer leaves a positive review and a brand responds with a thank you, this can increase brand loyalty and turn passive consumers into promoters. Reaching out to consumers this way is proactive customer service. Create a Longstanding Program.

Customer Service Strategies 104

Customer Service Strategies Self Service Strategy Customer Service 104

Customer Enthusiast

OCTOBER 3, 2014

Some companies will spend more time and effort staging events in preparation for Customer Service Week, October 6-10, than they will spend celebrating customers and delivering exceptional customer service during the remaining 51 weeks of the year. Customer Service Employee Engagement Enthusiasm at Work!

Exceptional Customer Service 69

Exceptional Customer Service Employee Engagement Retail Customer Service 69

Retently

JULY 28, 2023

However, making sure customer experience is handled the right way throughout your entire organization can be tricky – especially if you have a large company with multiple departments and branches. Miscommunications, low employee engagement, and the lack of a customer-centric company culture can also get in the way and make things worse.

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

Stella Connect

OCTOBER 6, 2021

Especially when you consider that researchers have found a connection between employee engagement and satisfaction and key outcomes like customer satisfaction.

Customer Service 52

Customer Service Social Media Effort Score Exceptional Customer Service 52

Customer Enthusiast

SEPTEMBER 6, 2014

CVS Health reinforced its credibility with employees and customers alike by staying true to its stated purpose. I love this example because it illustrates an important point I make during my customer service presentations: Without a clearly defined purpose, there is no exceptional customer service.

Company 86

Company Retail Exceptional Customer Service Exercises 86

Bill Quiseng

JANUARY 10, 2016

I have been an avid reader of his blog where he writes about “the critical relationship between leadership, employee engagement and delivering an exceptional customer experience as a competitive advantage.” ” So I’m honored that he has offered to share his customer service insight here.

Guidelines 60

Guidelines Exceptional Customer Service Policies Leadership 60

Kustomer

OCTOBER 14, 2020

At the same time, if a customer leaves a positive review and a brand responds with a thank you, this can increase brand loyalty and turn passive consumers into promoters. Reaching out to consumers this way is proactive customer service. Create a Longstanding Program.

Customer Service Strategies 105

Customer Service Strategies Self Service Strategy Customer Service 105

ShepHyken

MAY 4, 2023

Clive Hanks writes about training, customer feedback, and productivity for TextExpander. Read Shep’s latest Forbes article: Unlock The Secrets To Exceptional Customer Service: 5 Key Findings From The 2023 State Of CX Report For more articles from Shep Hyken and his guest contributors, go to customerserviceblog.com.

Exceptional Customer Service 62

Exceptional Customer Service Self Service Customer Service Net Promoter Score 62

Customer Enthusiast

FEBRUARY 9, 2015

For many years, I’ve gone on record saying that the reason you and I, as customers, consistently receive predictably poor customer service is because exceptional customer service is voluntary; employees don’t have to deliver it, and most don’t. This includes both coworkers and customers.

Exceptional Customer Service 40

Exceptional Customer Service Leadership Employee Engagement Poor Customer Service 40

SurveySparrow

SEPTEMBER 8, 2021

Kudos is an employee experience management software that prides itself on giving innovative employee engagement and management solutions to organizations of all sizes. Fond’s EX platform brings a culture of recognition for organizations in the workplace and even on social levels, empowering every employee. Key Features.

Employee Experience 59

Employee Experience Software Management Employee Engagement 59

Customer Enthusiast

DECEMBER 11, 2014

Managers have an opportunity to consistently elevate customer service quality by deliberately incorporating essence into function in the workplace. Doing so will produce exceptional customer service reliably, over time, rather than – as often occurs – inconsistently, here and there, by chance.

Retail 58

Retail Exceptional Customer Service Employee Engagement Metrics 58

Customer Enthusiast

SEPTEMBER 4, 2018

Both USAA and Southwest Airlines recognize that exceptional customer service doesn’t happen by chance – it happens by choice. Order Delight Your Customers: 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary by Steve Curtin or purchase from select retailers, including Barnes & Noble.

Industry 78

Industry Airlines Insurance Telecommunications 78

Smith+co CX

JUNE 20, 2022

What we have observed across retail is that providing remarkable customer and employee experiences is uncommon. It seems so obvious but unfortunately, it remains uncommon, otherwise retailers like BHS, Woolworths and C&A might still be trading whilst Richer Sounds completes two decades worth of victory laps.

Brands 36

Brands Retail Culture Leadership 36

Customer Enthusiast

AUGUST 26, 2014

Between the stimulus and the response, employees have the freedom to choose their response. The extent to which they exercise and develop the four human endowments empowers them to realize their unique potential and provide exceptional customer service, regardless of their circumstances. Don’t settle for ordinary.

Exercises 75

Exercises Culture Video Exceptional Customer Service 75

NobelBiz

APRIL 18, 2023

For instance, McKinsey.com found that using advanced real-time analytics: reduced average handle time by up to 40%, increased self-service containment rates by 5 to 20%, cut employee costs by up to $5 million, boost the conversion rate on service-to-sales calls by nearly 50%, all while improving customer satisfaction and employee engagement.

Contact Center 52

Contact Center Call Center Management Gamification 52

Customer Enthusiast

NOVEMBER 12, 2014

If you’ve ever observed an employee going toe-to-toe with a customer rather than making an exception or accommodating a reasonable request, then you’ve observed this paradigm in action. Customer Service Employee Engagement Enthusiasm at Work! business customer management Stephen R.

Customer Service 79

Customer Service Employee Engagement Exceptional Customer Service Hotels 79

Customer Enthusiast

SEPTEMBER 28, 2016

Many companies trumpet the importance of serving their “internal customers” and some even subscribe to the mantra: The customer comes second; our employees come first! Show me where in the lot employees are permitted to park and I’ll tell you your overall customer satisfaction score.

Customer Service 40

Customer Service Comparison Customer Satisfaction Employee Engagement 40

Customer Enthusiast

JUNE 26, 2018

While this is not a blog post about hiring, I have three words of advice: screen for initiative – because, without initiative, there cannot be consistently exceptional customer service quality. That’s why hiring the right people is so critical. The post An Observation appeared first on Steven Curtin.

Exceptional Customer Service 40

Exceptional Customer Service Policies Training Customer Service 40

Customer Enthusiast

MAY 29, 2018

While this is not a blog post about hiring, I have three words of advice: screen for initiative – because, without initiative, there cannot be consistently exceptional customer service quality. Don’t settle for ordinary. Choose extraordinary. It’s always a choice.)

Exceptional Customer Service 45

Exceptional Customer Service Policies Retail Customer Service 45

Customer Enthusiast

JANUARY 2, 2018

As I reflected on this story and my relationship with Ed Novak over the past 23 years, I had an epiphany: Ed’s success as a restaurateur has not simply been the result of providing exceptional product and service quality. Thank you, Ed, for your lessons in hospitality over the past two decades and, more so, for your personal example.

Hospitality 40

Hospitality Banking Exceptional Customer Service Retail 40

Customer Enthusiast

AUGUST 8, 2016

If Delight Your Customers has renewed your commitment to exceptional customer service, then the Delight Your Customers Companion Guide provides an effective road map to embed the book’s key learnings into the culture of your organization.

Hotels 40

Hotels Exceptional Customer Service Training Retail 40

SurveySparrow

OCTOBER 5, 2020

Send customer feedback surveys, employee engagement surveys , white-labeled surveys. Integration of software with other tools is important because it enables your customers to access data from various sources. Integrate with other applications seamlessly. Conduct performance appraisals using 360 degree feedback software.

Comparison 59

Comparison NPS Survey Net Promoter Score 59

Customer Enthusiast

AUGUST 10, 2015

Whenever I go on record saying, “Most employees don’t choose to deliver poor customer service; they just don’t choose to deliver exceptional customer service” (or something similar), there are always pundits who emerge from the dark recesses of the Internet to lay the blame on management for employee indifference toward customers.

Poor Customer Service 40

Poor Customer Service Exceptional Customer Service Culture Exercises 40

Customer Enthusiast

JUNE 1, 2015

Where most companies fail (and where the consistency of customer service quality routinely breaks down) is they stop there, assuming that employees are now equipped to consistently deliver exceptional customer service. Employees need to know WHY they are doing WHAT they are doing HOW they are doing it.

Self Service 40

Self Service Airlines Exceptional Customer Service Omni-Channel 40

Customer Enthusiast

JUNE 1, 2015

Where most companies fail (and where the consistency of customer service quality routinely breaks down) is they stop there, assuming that employees are now equipped to consistently deliver exceptional customer service. Employees need to know WHY they are doing WHAT they are doing HOW they are doing it.

Self Service 40

Self Service Airlines Exceptional Customer Service Omni-Channel 40